If you are unhappy with something you have ordered from us for any reason please return the product within 28 days of purchase, unused, unworn, in original saleable condition, with tags intact and in its original packaging, with the item packaged so that it reaches us in the condition you would expect to receive it, as though you were sending a fragile gift to a friend. All you pay for is the cost of the return postage. Please note that if you return an item after the 28 day returns period has passed we will be unable to refund you under any circumstances. At our discretion however we may issue a credit voucher.
You do not need to contact us prior to returning an item unless it is faulty or you have received an incorrect item.
On the rare occasion where you may have received an incorrect or faulty item, please contact us first at email@example.com and we will confirm how you should return it to us.
For Customers Inside the UK:
You can return items to us at:
Planet Molo (Returns)
Please ensure you send your return via an adequately insured method when sending an item back to us as we cannot be responsible for returned goods which we don't receive and cannot refund you if your item is not received by us.
If you need an item exchanged quickly we advise you to send it by first class post or Special Delivery, and/or order the goods you want in exchange through our site whilst the stock is available - you will be refunded for the original order when we receive it. If you need to know immediately when a return is received you should send the item via a tracked method and check the tracking yourself for confirmation of delivery to us.
We are unable to confirm receipt of returns if you call our shop because returns are not processed there, and we cannot put goods aside in anticipation of an exchange (the exception to this being if we have sent you the wrong item or the item is faulty). Once we receive your returned package we will advise you by email and if an exchange is required this will normally be despatched within one working day.
If you have benefited from Free UK Express Delivery because your order exceeded £50 in value and you subsequently return items which brings the order total down to below £50 then free Express Delivery will no longer apply, and we reserve the right to apply the £3.95 enhanced Express Delivery charge to your order and deduct it from your refund.
For Customers Outside the UK:
If you need to return an item to us which you did not order, or for any other reason which is our fault, we will pay for the cost of returning it to us. Please contact us in the first instance and we will confirm how you should return it to us.
When you wish to return items for any other reason, please follow guidance from your local mail company to ensure any item returned is insured to its full value in the event of loss and return it to the following address:
Planet Molo (Returns)
Please note: we cannot offer exchanges or refunds for used, worn or customer damaged goods, or goods without the original tags intact.
Please don't hesitate to contact us at firstname.lastname@example.org if you would like any advice about shipping or returning goods.
Do I really need to get a Certificate of Posting in the UK - why can't I just put the return in a post box?
This advice is based upon years of packages going back and forth and (sadly) some of them going stray. It is for your own protection, but obviously it is your choice. You can pop your return into the post box but we need you to understand that the risk is entirely yours if the package doesn't arrive safely back with us - we would not be able to issue a refund if we don't get the goods back and you would not be able to claim from Royal Mail either.
Do I really need to get a Proof of Posting in the UK - why can't I just put the return in a post box?
This advice is based upon years of packages going back and forth and (sadly) some of them going stray. It is for your own protection, but obviously it is your choice. You can pop your return into the post box but we need you to understand that the risk is entirely yours if the package doesn't arrive safely back with us - we would not be able to issue a refund if the package didn't arrive with us, and you would not be able to claim from Royal Mail either if you could not prove that you posted it.
What if I just send goods with a value above £46 by standard first or second class post?
Again, the advice is based upon what we have experienced over the years. If you decide to do this and the package doesn't arrive back with us you will need to make a claim to Royal Mail yourself and, assuming you have proof of posting, Royal Mail will only honour your claim up to £46 because of inadequate insurance. And if you didn't get proof of posting then you couldn't claim anything :(
Detailed information on the claims process with Royal Mail is here: http://www.royalmail.com/customer-service/personal-customers/refunds-and-compensation/lost-item-compensation/lost-items
What if I have lost my proof of posting?
It is your responsibility to keep your proof of posting safe. Regrettably we cannot refund for goods which don't arrive with us under any circumstances, and Royal Mail will not honour a claim if you cannot prove that you posted them.
If I have proof of posting and the parcel is lost, can't I just send Planet Molo the proof of postage, Planet Molo refund me and then claim for the missing package?
Regrettably we can't. Royal Mail will no longer accept claims from anyone other than the sender of the goods.
Will I be charged anything for postage if I need an item exchanged?
No. All you need to pay is the return postage. We will cover the cost of sending the exchange to you.
Why don't you put goods aside in anticipation of an exchange anymore?
Unfortunately there have been too many times where returns have not been sent back straight away or, worst case, the customer has changed their mind completely but hasn't let us know and the stock sits in our shop for weeks unable to be sold until we realise the return is not coming back :( That is why we advise you to order the goods you want in exchange whilst we have the stock - we have improved our returns procedure to ensure your refund will be processed as quickly as possible to minimise the time that you will have, in effect, paid for one item twice. Of course it is your choice as to whether or not you do this, but we cannot be held responsible if the product you want in exchange is no longer available once we receive your package and, in these circumstances, your goods will be refunded instead.
Are there any circumstances in which you wouldn't issue a refund or exchange?
We cannot exchange/refund if the goods don't arrive back with us. We also can't offer exchanges or refunds if the returned goods are not in resaleable condition (for example they have been poorly packaged and arrive badly creased, are damaged, have been worn, smell of cigarette smoke, smell of food, their tags are missing...). Basically they need to be in the same condition as you would expect to receive them. If they are not we will not be able refund you and we will return the goods to you.
You say you have issued a refund but the monies haven't appeared on my bank statement?
When we issue a refund the monies leave our account immediately, however some banks take longer to process the money back into your account than others (and overseas banks can take a little longer). If you are concerned we can provide you with the refund transaction number so that you can pursue the matter with your bank. Please be assured that, if we tell you we have processed your refund, than we have done so.
Why do you say to allow up to 14 days for my refund to be processed? Why don't you refund me immediately when the goods arrive back with you?
Usually we process refunds within a day or two of the goods arriving back with us. However at busy times we give priority to despatching orders, just as we would have given priority to despatching yours. We don't delay refunds for any monetary gain, we simply batch refunds together and action them at quiet times which is why we ask for your patience. If you are concerned though please get in touch.
In addition to this policy you have added protection
as a consumer as follows:
Consumer Protection (Distance selling) Regulations 2000 Right to withdraw
You have the right to withdraw from your agreement to purchase, but this right ends seven days after the date we deliver the products to you. You will not have to pay for any products and any amounts you have been charged will be repaid to you by way of a credit to your account within seven days.
HOWEVER, we may have delivered (or dispatched) the products you have ordered. In this circumstance, you must return the products to us and pay the costs in doing so. To avoid this, we recommend that you advise us as soon as possible if you wish to exercise this right to withdraw. If you wish to withdraw, contact us at email@example.com
Any products returned must be received by us in the same condition and in the same packaging as when we delivered them to you.